Likelihood to Recommend 8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
Read full review Pros Tracks all inbound and outbound calls from our organization. Gives us the ability to record and review calls. Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension. Read full review Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response. We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments. Read full review Cons Post-sale support through the online ticket system is painfully slow. It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots. The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow. Read full review LA doesn't provide you SMS integration. You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team. WhatsApp Integration also unavailable. Read full review Likelihood to Renew I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
Read full review I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Read full review Usability The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Read full review The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Read full review Reliability and Availability The only issue I have ran across was on getting the updated new version
Read full review Performance Yes everything loads quickly and its ready for use
Read full review Support Rating The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Read full review The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
Read full review In-Person Training Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
Read full review Online Training its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
Read full review Implementation Rating It was extremely easy
Read full review Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Read full review Alternatives Considered Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Read full review Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Read full review Contract Terms and Pricing Model It is pretty much "Par for the course" with the options out there with other vendors.
Read full review Scalability It was implemented across the board in the company and has worked perfectly
Read full review Return on Investment The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8. We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8. Read full review Less expensive than having multiple individual email accounts. LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members. Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious. Read full review ScreenShots